Modernize your contact center with ConnectPath CX

1. Modernize your contact center
with ConnectPath CX
Fort Lauderdale
2419 E. Commercial Blvd, Ste. 300
Ft. Lauderdale, Florida
USA
Buenos Aires
Av. Del Libertador 6680, Piso 6
CABA, Ciudad de Buenos Aires
Argentina
Santiago de Chile
Av. Del Libertador 6680, Piso 6
CABA, Ciudad de Buenos Aires
Argentina
sales-latam@cloudhesive.com
cloudhesive.com
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Supervisor Assist
Agent coaching and training
Agent-to-Agent Collaboration
Internal communication Tools
Real-Time metrics
Wall- and dashboards
CRM Integrations
Enrich employee experience
Traditional Channels
Voice, email, chat
Pre-Built Integrations
WhatsApp, MMS, SMS, Twitter
Predefined responses
Multi-use AI/ML based bots
Intelligent outbound
High-Volume Outbound
Self-Service
Service automation
Improve Service
AI/ML based Self-Service
Intent based NLP
Advanced natural language
Quality assurance
Improve evaluations and streamline training
Journey mapping
Personalized experiences
Automate follow-ups
Continuous customer communications
Feedback mechanisms
Real-time and Post-contact insights
Security and compliance
Secure and compliant out-of the box
Agent Pro
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el Experience
Agent Productivity
Supervisor Assist
ConnectPath CX provides a mechanism for
agents to proactively request assistance by
"raising-their-hand". Supervisors can
monitor or whisper-coach agents and have
the ability to set their next state if required
to continue coaching.
Real-Time metrics
Dashboard view enables the display of
Real-Time Metrics by queue, agent or
globally. ConnectPath CX also provides a
“live look”, real-time sentiment and
transcriptions for real-time insights into the
contact center.
Agent-to-Agent Collaboration
ConnectPath CX enables agent
collaboration via dashboard and
collaboration gadget that shows the status
of all agents, enables internal omnichannel
communications and request assistance.
CRM Integrations
Integrating your customer relationship
management (CRM) app with our pre-built
connectors comes with a myriad of
benefits, including the ability to access
your contact center from your CRM
without sacrificing the convenience of
cloud-based infrastructure.
Customer Enablement
Self-Service enablement
Utilize natural language chatbots,
Interactive Voice Response (IVR), and
automated customer voice authentication.
ConnectPath and Amazon Lex bridges the
gap and enables an agile, scalable
approach to contact service automation.
Intent based NLP
ConnectPath CX provides a fully managed
artificial intelligence (AI) service with
advanced natural language models to
design, build, test, and deploy
conversational interfaces in your
workloads.
Customer journey map
Customer Profiles equips contact center
agents with a more unified view of a
customerʼs profile with the most up to date
information and provide personalized
customer service.
Feedback mechanisms
ConnectPath CX supports analysis and
transcription of all call recordings to gain
insights into customer interactions and the
operational efficiency of your contact
center. Post Call Analytics (PCA) also
equips supervisors to better understand
customer needs, call center metrics,
identify drivers, and detect emerging
trends.
Analytics and Insights
Improve Service
Understand sentiment, conversation
characteristics, and agent compliance risks
surfaced using natural language
processing (NLP) on transcripts generated
by ML-powered conversational analytics
for calls and chats.
Security and compliance
Detect and redact sensitive customer data
such as credit card details, addresses, and
social security numbers from audio
recordings and transcripts. Improve
compliance by tracking all customer
conversations for script adherence using
categorization-based criteria.
Automate follow-ups
Use automated contact categorization to
create Amazon Connect Tasks for
customer requests. Automating tasks
helps to address customer follow-up
promises, such as scheduling a call back or
initiating a refund.
Quality assurance
Review conversations alongside contact
details, recordings, transcripts, and
summaries, without the need to switch
applications.
Omni-channel Experience
Traditional Channels
Omnichannel contact centers improves
customer experience while reducing
resolution time. Amazon Connect with
ConnectPath CX, allow you to build call
flows, rules, and reports once and facilitate
their use across all channels.
Predefined responses
Text based quick response templates for
chat, email and other text based
communications. Templates can be
assigned globally, by queue, or by a
specific channel.
Pre-Built Integrations
ConnectPath CX provides pre-built
integrations with all the popular channels
including traditional, social and emerging
channels. Task routing also allows for case
routing and back-office workflow
processes to be automated, assigned and
allows reporting.
Intelligent outbound
Proactively communicate across voice,
SMS, and email to quickly serve your
customers and improve agent productivity,
while supporting compliance with local
regulations.